Jessica Goodwin
Thomasville,NC
Summary
Results-oriented Customer Service/Operations & Onboarding Director with a strong background in leading customer service teams to achieve exceptional client satisfaction. With over 13 years in leadership, skilled in streamlining processes and enhancing service delivery, resulting in improved customer retention. Adept at managing team dynamics and resolving complex customer issues, demonstrating strong leadership and problem-solving skills. Proven track record of exceeding sales targets and driving revenue growth with over 6 years of experience in sales. Possesses a deep understanding of customer needs and preferences, as well as the ability to build strong client relationships. Excels in developing effective sales strategies and executing them through a combination of marketing tactics, product knowledge, and negotiation skills. Highly motivated and committed to delivering exceptional customer service, consistently striving for outstanding results.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Medical Device Sales Rep
Smart Recovery Tech
07.2024 - Current
- Met with physicians, directors and healthcare executives to successfully sell medical devices.
- Managed client accounts efficiently, addressing any concerns or issues promptly to maintain trust and loyalty.
- Identified new market opportunities through thorough research and analysis, expanding sales territories.
- Increased sales by strategically targeting key clients and building strong professional relationships.
- Attended medical conferences as a company representative to network with industry professionals and generate leads.
- Exceeded sales targets consistently through effective time management and prioritizing high-value prospects.
Customer Service Director/Operations & Onboarding Director
Pompa Program
08.2023 - Current
- Working with clients that are unable to join full program due to financial/timing issues to help them on their health journey until they are able to do the full program
- Working with new reps with onboarding to prepare them to join the sales floor/SDR/Customer Support
- Weekly new onboarding teams
- Working closely with VP with hiring process and creating new/updated SOP's for company
- Restructured training process and also created training for new roles within company
- Developed and maintained key client relationships, resulting in increased retention rates and revenue growth.
- Enforced adherence with company policies among customer service team members to maintain consistent service provision.
- Reduced employee turnover through effective recruitment strategies and ongoing professional development opportunities.
- Led team meetings focused on sharing best practices, addressing challenges, and celebrating successes in order to foster a cohesive, high-performing unit.
- Coordinated with other departments to improve internal processes, enhancing overall company performance and achieving seamless collaboration between teams.
Insurance Agent - Health/Life
Globe Life - Family Heritage Division
03.2022 - Current
- Insurance Agent who is licensed in multiple states for health & life insurance
- I am one of our sole agents who works with Whole Life for our entire division
- I work business to business with cold calling to enroll clients into one or more of our policies for CancerCare, CardiaCare or InjurCare
- I set up enrollments with businesses and corporations to get their employees enrolled in our programs
- This role is 100% commission based with no benefits or training salary
- I currently work 50+ hours weekly conducting 50 demos weekly when our goal is 30 per week
- Currently have between 200-300 contacts weekly including, intros, demos & initial contacts to set up enrollments
- I work with small business owners primarily but also work with larger corporations as requested or by referral
- On average, my GAP per client ranges from $3,000-$6,000 based on our elite and preferred levels
- I have reached multiple goals and bonuses quicker than fellow agents and my agency owner has me listed as 1 of our Top Female Producers for 2022
- Built strong relationships with clients through consistent communication and excellent customer service.
- Consistently exceeded monthly sales quotas by effectively presenting product offerings to potential customers.
Senior Account Executive
Birdeye
07.2022 - 01.2024
- Offer software solutions to clients based on needs for the growth of their business through listings, review automations, referrals, messaging, webchat, benchmarking, social and many other features
- Consult daily with clients through demos, phone calls and email
- Top producer for my segment each month.
- Negotiated contracts that maximized profit margins while maintaining competitive pricing for clients.
- Delivered tailored solutions based on individual client needs by thoroughly understanding their business objectives and pain points.
- Quota attainment is 156%, no less than 100%
- I am a Team Lead and work with training new and current reps to better their systems for success
- Led product demonstrations at trade shows and conferences, showcasing company offerings and attracting potential clients.
- Maintained comprehensive knowledge of market trends, industry news, and competitor offerings, ensuring informed decision-making and strategic planning.
- Consistently met or exceeded monthly sales quotas through diligent prospecting efforts and effective closing techniques.
General Manager/Director of Human Resources/Expansion Team Lead
Linx Legal INC
04.2019 - 03.2022
- Oversees all daily duties and activities for 5 different corporate offices ranging from North Carolina, South Carolina, Florida, Texas and Arizona
- Responsible for hiring all employees, finances and working with accountants monthly to discuss budgets, expenses, profit vs loss
- Responsible for opening/closing of new locations for the company
- Controls All social media accounts for Linx Legal INC, including website
- Works closely with the CEO and Vice President of Operations to ensure all tasks are completed daily by team members
- Completes payroll for all locations
- Works closely with insurance benefits for team members Including 401K benefits
- Responsible for booking all travel for Case Builders to their weekly appointments
- Responsible for training of employees in all locations
- Responsible for ordering any supplies, computer equipment and other items for each location
- Responsible for all bank accounts for Linx Legal to oversee spending, deposits and credit card activations
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Clinic Administrator II
Novant Health - Carmel OB/GYN (Blakeney, Monroe & Wesley Chapel)
11.2016 - 04.2019
- Maintaining structure with all staff in offices for all locations Blakeney, Monroe and Wesley Chapel
- Hiring employees for all locations, overseeing finances, drafting budgets, leading monthly meetings with clerical and clinical team members as well as providers
- Worked with growth and integration with the opening of our third location, Wesley Chapel
- Oversee office duties with 15 providers, 15 clerical team members, 22 clinical team members including ultrasound techs, 1 clinical supervisor, 1 clerical supervisor
- Completes all ordering for 3 locations, performs marketing for all 3 locations and sets up community events for Carmel OB/GYN and Novant
- Controls all social media accounts for Carmel OB/GYN and website
- Creates financial dashboard monthly/quarterly for providers
- Ensured compliance with healthcare regulations through diligent monitoring of policies and procedures, maintaining up-to-date knowledge on industry standards.
- Coordinated multidisciplinary team meetings to discuss patient cases, improving care coordination and overall treatment outcomes.
- Managed clinic budget, ensuring optimal allocation of resources for maximum operational success.
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
- Enforced adherence with HIPAA regulations and other relevant laws and regulations to maintain compliance.
- Budgeted for resources to control expenditure and maximize profits.
Clinic Administrator I
Novant Health - Gill Orthopaedic Clinic
11.2016 - 04.2019
- Hiring employees for clinic, overseeing medical billing, creating work schedules/templates for staff/physicians, implementing policy changes, drafting budgets, discussing financials with physicians, leading staff meetings, and ensuring financials are met prior to due date
- Worked with staff to improve patient satisfaction scores
- Completing closure tasks for clinic as clinic is closing March 31st
- Opened Novant Health Orthopedic & Sports Medicine - Monroe and Mint Hill
- Mint Hill opened June 2017, Monroe opened August 2017
- Served as first point of contact with new and returning patients.
- Provided administrative support by maintaining complete patient documents.
- Streamlined billing procedures for improved financial management, reducing errors in invoicing processes significantly over time.
- Developed staff training programs to improve skills and maintain a high level of expertise in clinical practices.
- Developed and executed standards and objectives to promote corporate vision.
Commodities Trade Assistant
Cameron Crittendon LLC
02.2016 - 11.2016
- Took pricing orders and called in to Nesvick for customers
- Ran equity runs and open orders daily, sent to customers
- Traced private cars leased by customers through railroad/individual companies
- Created invoices for customers for trip leased cars and followed up with payments
- Created/sent monthly brokerage statements to customers and applied payments
- Created spreadsheets for each company for weights, grades and vomitoxin testing results on individual private cars leased
- Designed spreadsheets to show weekly, monthly and annual growth for business
- Traced trains and sent location updates to customers daily
- Empty billed private cars to next locations
- Submitted problem resolutions for delayed/bad ordered cars through railroad
- Applied homes for next train trip depending on who train was bought from
Practice Manager
Ditesheim Cosmetic Surgery
07.2015 - 02.2016
- Maintaining structure with all staff in office, weekly payroll, conducting pre-authorizations for insurance patients upcoming surgeries if applicable, booking cosmetic patients for surgeries, marketing for practice, ordering for Medspa and procedure, dealt with all reps for individual companies with ordering and promoting their product at our practice, dealt with all consults, booking, collecting monies and preparing them for surgery, called in prescriptions for patients, took care of all insurance verifying, pre-authorizations
- Assisted all patients through recovery after surgery
- Designed spreadsheets to show weekly, monthly and annual growth for practice
- Led weekly office meetings with emphasis on team building and customer service
Clinical Director
Conway Health Care - Chiropractic
08.2014 - 06.2015
- Consulted with and referred patients to appropriate health practitioners when needed
- Accurately charted all patient services in records
- Observed and noted patient reactions to treatment to evaluate progress and make adjustments
- Instructed patients about proper hygiene, nutrition, exercise, lifestyle changes and ergonomic factors in their daily activities to help with adjustments and chiropractic care
Practice Manager
Nirvana Plastic Surgery
01.2011 - 08.2014
- Maintaining structure with all staff in office, weekly payroll, confirming insurance policies for patients, conducting pre-authorizations for insurance patients upcoming surgeries, booking cosmetic patients for surgeries, marketing for practice, credentialing physicians at WCH, GSRMC, GDSC, RSC, and CMH, ordering for medspa and procedure, dealt with all reps for individual companies with ordering and promoting their product at our practice, dealt with all consults, booking, collecting monies and preparing them for surgery, called in prescriptions for patients, took care of all insurance verifying, pre-authorizations, etc
Rehab Tech
Next Step Pediatric Rehab
01.2010 - 01.2011
- Assisted physical therapist with care of patients
- Verified and pre-certified insurances
- Worked with scheduling, checking patients in and out
- Making sure all patients were attended to at all times and no patient was left without assistance
Beverage Cart/ Lead Bartender
Grande Dunes Golf Resort
01.2008 - 03.2010
- Ensured all golf participants had everything they needed while on the course
- Trained other employees on bartending for weddings and other functions that took place at the members course
- Managed the schedules for weddings and other functions
First Mate
Ocean Watersports/Downwind Sails
05.2005 - 10.2008
Paid Internship
Thomas Built Buses
08.2005 - 09.2008
- Wiring and Installing of Electrical Harnesses for the Minotour Plant
Regional Trainer
Hooters of America
05.2005 - 04.2008
Education
Bachelor of Science - Exercise Physiology, Sports Medicine, Health Promotion
University of North Carolina At Pembroke
North Carolina12.2010
HS Diploma -
Ledford Senior High School
North Carolina01.2005
Skills
- Staffing management & Development
- Powerful Negotiator
- Conflict Resolution
- Personal and professional integrity
- Staff training and development
- Case Management
- Strong work ethic
- Client Assessment & Analysis
- Maintains strict confidentiality
- Electronic Medical Record (EMR) software
- ICD-9 coding
- HIPAA compliance
- Patient-focused care
- Team Building
- Excellent Customer Service
- Complaint Handling
- Policy Enforcement
- Customer satisfaction measurement
- CRM software proficiency
Certification
Life & Health Insurance License, Kentucky, 1138430, North Carolina, 19942614, South Carolina, 19942614, South Dakota, 40645207, Virginia, 1311142, Ohio, 1443789, New Mexico, 19942614, West Virginia, 19942614
Affiliations
- American Heart Association, 01/01/05, Present
- Coastal Conservation Association, 01/01/05, Present
References
UPON REQUEST
Timeline
Medical Device Sales Rep
Smart Recovery Tech
07.2024 - Current
Customer Service Director/Operations & Onboarding Director
Pompa Program
08.2023 - Current
Senior Account Executive
Birdeye
07.2022 - 01.2024
Insurance Agent - Health/Life
Globe Life - Family Heritage Division
03.2022 - Current
General Manager/Director of Human Resources/Expansion Team Lead
Linx Legal INC
04.2019 - 03.2022
Clinic Administrator II
Novant Health - Carmel OB/GYN (Blakeney, Monroe & Wesley Chapel)
11.2016 - 04.2019
Clinic Administrator I
Novant Health - Gill Orthopaedic Clinic
11.2016 - 04.2019
Commodities Trade Assistant
Cameron Crittendon LLC
02.2016 - 11.2016
Practice Manager
Ditesheim Cosmetic Surgery
07.2015 - 02.2016
Clinical Director
Conway Health Care - Chiropractic
08.2014 - 06.2015
Practice Manager
Nirvana Plastic Surgery
01.2011 - 08.2014
Rehab Tech
Next Step Pediatric Rehab
01.2010 - 01.2011
Beverage Cart/ Lead Bartender
Grande Dunes Golf Resort
01.2008 - 03.2010
Paid Internship
Thomas Built Buses
08.2005 - 09.2008
First Mate
Ocean Watersports/Downwind Sails
05.2005 - 10.2008
Regional Trainer
Hooters of America
05.2005 - 04.2008
Bachelor of Science - Exercise Physiology, Sports Medicine, Health Promotion
University of North Carolina At Pembroke
HS Diploma -
Ledford Senior High School
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